Water Complaints Procedure

Scotland Water Complaints Procedure

Your water and/or waste services, including drainage services, are supplied by Clear Business Water Limited, a licensed provider of water and waste services. Its licence is granted by the Water Industry Commission for Scotland. Clear Business Water Limited is a wholly owned subsidiary of Verastar Limited, which bills customers for services provided by Clear Business Water Limited. Clear Business is a trading name of Verastar Limited.

If you’ve experienced a problem with your water supply in Scotland and would like to complain, please follow the steps below.

For issues with your water supply in England please click: https://switchingon.com/unicom-complaints/england-water

We’ll always try and do everything we can to ensure you’re completely satisfied, but we know that problems can sometimes arise. To make sure your complaint is resolved quickly and to your satisfaction, we’ve put together the following steps.

The best way for us to resolve your complaint quickly is to call us on 0161 946 4444 and speak to one of our Customer Care advisors. If you can’t call us, you can e-mail or write to the customer care team at Unicom, No 1 Dovecote, Old Hall Road, Sale, M33 2GS.

No matter how you get in touch, we’ll need a few things from you:

  • Your contact details (Name and Address) or simply include your account number
  • Any background information on the issue
  • The impact the issue is having on you
  • What you would like to happen as a resolution

Step 1 - Letting us know

Our Customer Care advisors are empowered to resolve complaints on the first call whenever they can. If you’ve written to us, we might need to contact you by phone for more information before we look into your complaint. Sometimes, we’ll need to speak to a third party before we can resolve your complaint, but we’ll respond to you within 8 working days.

We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:

Offer an apology
• Explain what’s happened
• Take action to put things right
• Offer compensation in appropriate circumstances

If our Customer Care team can’t resolve your complaint, it will be passed to our specialist Complaint Champions team.

Step 2 - Trouble resolving your complaint

If your complaint is passed to our Complaints Champions, one of the team will acknowledge your complaint and complete a full review. Further investigations may be needed but you’ll be kept updated every step of the way.

Step 3 - If things haven't been resolved to your satisfaction

If we’ve completed our review and full investigation and you’re still not happy, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is the final stage for complaints about public services in Scotland.

The SPSO cannot normally look at complaints:

where you have not exhausted our complaints procedure; or
• if more than 12 months has passed since you became aware of the matter about which you want to complain; or
• that have been or are being considered in court.

The SPSO can be contacted on:

Freephone: 0800 377 7330
Online: https://www.spso.org.uk/contact-us